PEX Insure Bewertungen 208

Your response is invalid, you may be able to trick other customers by making it out like the fault was on my part, but it infact wasnt and if any proof is required I have it to hand.

Do not try to pull the wool over others eyes.

SAVE YOUR MONEY!!! GO ELSEWHERE!!!

Honest review.

So I originally logged the claim on the 24 of July 2019 and after what was the worst ever claims process I have ever had to endure! The claim was finally settled with me accepting an offer on the 17th of September 2019 (after making around 30 calls to the company and having logged 3 complaints)At that point I was told the payment would be made on the normal payment cycle, when I asked the normal payment cycle I was told it would be in a reasonable time frame. I do not consider any part of this claims process as reasonable especially the time period that I have had to wait. Claim finally accepted over two weeks ago. And still no one can tell me when payment would be made. Staff extremely unhelpful, will only ask for my continued patience, and that any information regarding my claim will be delivered through email which never comes, the company won’t reply to emails. Call advisors will hang up on you if they can’t answer your questions when you ask to speak to a manager the manager is never available. Will never deal with this company again. I have logged a complaint with the fos which I have already sent proof of to trustpolit. So I’d appreciate if this review wasn’t blocked. As I would like to help other people to avoid going through the same experience that I have.

I've been with the AA for years but wanted to save some money this year. Found Nova Direct via a price comparison website and got the Gold cover. I broke down last week and called their call centre, PEX, in the early hours after I broke down after work. Friendly staff, very helpful and they are onsite within 90 minutes so cannot fault it

Purchased Silver cover from Nova Direct and called PEX Insure as my car would not start outside the house. Called PEX and they took a few details and in less then an hour there was recovery onsite.

Recently took out Nova Direct's breakdown cover via Confused.com. Unfortunately i broke down on the M1 last week and called their PEX team to assistance. Friendly staff, took a few minutes to get the claim setup but then it was plain sailing

Bought a cheap policy for about £25 from Nova Direct using Confused price comparison. Had a blow out whilst on the way to work and a friendly mechanic guy came out and sorted it all. 5 star - proper good service

So this is now week 8 of the longest running mobile phone insurance claim in financial history.

Initially took the policy out and provided a hotmail address. Unfortunately when my phone became non functional I was unable to access this email address so contacted PEX/Nova via a work email. Despite the fact we corresponded many times and they were made aware of a change in email address the claim was delayed for 4 weeks because they were trying to contact me on the initial email. Fair enough mistakes happen.

Over the last 4 weeks they have now been provided with a direct quote for repair from Apple Genius Bar, all paperwork photographic evidence has been completed and accepted and yet for over a fortnight now they’ve refused to email an update, refused to advise on next steps and will not approve repair. After reading reviews I’m. Now anticipating the low ball offer price they are going to Make for my iPhone XS Max.

***UPDATE***

So as requested by Nova/PEX the device was taken to apple for full diagnostics and repair quote. Apple confirmed that the phone was non functioning and full case unit replacement needed at the cost of £589.00. Having never seen the device and completely disagreeing with apples diagnostics, Nova/PEX have decided to offer me £326 minus excess to £276, because in their opinion a new glass screen will rectify the fault and that is the cost of standard screen replacement.

This offer was refused as on 2/9/19 despite emailing daily since have once again had no response/counter offer. How does it seriously take so long to respond to an email?..

Worst company ever, if u ever break ya phone and your disabled child has done it by accident well do not tell them this as they keep u hanging for weeks after u send email after email to tell u sorry we cant repair as ur child has broke it she should have insurance, 1 shes a 11 year old, 2 she is a disabled child, please do not use this company,plenty more companys out there who will not mess u round, take your full policy money and excess then ignore ya emails and calls,. Just a update they have reported this review as they no I am right and have also responded recently to this minute I give them my info they decide to report 😂 shows what sort of company they really are

***PEX IS USELESS***Still not paid, after 6 months of going backwards and forward am still not paid for my car excess, that they accepted the first week and said yes we will pay you by the end of the week... Guess what even after 6 months on i'm still not paid and when you ring up they tell you it will take another few weeks etc..

This company is useless and nothing else all they do is take peoples money and get you to chase them for your money. They get you running around in circles so you get tired and jut give up. Unfortunately this isn't going to happen and before PEX claims this isn't one of their policy and gets removed this is my PEX insure reference number: C-816661-78568

After nearly 3 weeks of chasing I am still being given the run around and nonsense excuses.

I insured my gadget (MacBook Pro) with Nova Direct only to find these folks are the ultimate claims handlers.

Why even after multiple emails from PEX confirming my claim documentation and supporting paperwork is correct can they not give me a simple confirmation that my laptop can be fixed.

My theory is that PEX are hopeful that I will give up and go away ! or have the laptop fixed and void the policy by not following their claims procedures.. Big mistake. I will keep posting bad reviews and refreshing old bad reviews for ever guys... so lets get this sorted

My PEX Reference is : C-614447-07998 so dont try and delete it with trustpilot by claiming a wrong profile review.

Very helpful, gave me piece of mind and friendly all in all an excellent service that I cannot fault. Thank you Sam for everything

Absolutely disgusting company. DO NOT USE THEM. Waited almost a year to resolve a breakdown where they made false promises. I'm too livid to recount the whole ordeal but I will state that this company will take your money and do their utter best to not pay you. I even had one of the case handlers tell me on the phone that the service is like this is because they are cheap. This in reply to when I compared them to RAC breakdown. I am now paying 3 times as much for my european cover with RAC and I would not change that. DO NOT USE THIS COMPANY!!!!
Edit:
Just to add to this. Recently broke down in Europe with a different vehicle.The RAC arranged taxis and hotels, paid for our breakfasts, returned the vehicle to the UK as they agreed they would and covered costs on our travel to the uk. They even offered a hire car which I declined. The difference in how PEX treated me was night and day.

Further edit.
As you have responded here 4 years later I will respond. You claimed you would cover all my expenses which came to £854 but then paid £175. You stated that my vehicle would be returned to the UK but then refused and I had to beg you to move it anywhere at all. As of now it's still in Belgium. Feel free to go and get it!

Absolutely terrible - avoid at all costs.

I would never normally take the time to write a review about a claims handling company but others deserve to be warned so they don't end up in the same position as me.

This really is the worst financial services company I have ever come across by a long way. I lost my phone on the evening of 5 June and before midday on 6 June I'd sent all the required documentation to my insurance company. More than 6 weeks later I am still awaiting to hear anything regarding my claim.

More than the obvious frustration and annoyance at having to wait so long to have my claim processed, the total lack of information and terrible customer service has exacerbated the problem. They never reply to emails, and the only response I have got during the 6 weeks was to tell me I had to keep waiting and they could not indicate how long they might take.

If you try to phone them, you are made to wait for up to 30 minutes before you can even speak to someone and on multiple occasions I have been told the person I am speaking to cannot help with gadget claims despite clearly following the automated instructions to be put through to the gadget claims department.

Today I was finally put through to someone who I thought might be able to help, only to find myself speaking to the delightful Sean / Shaun who was only able to repeat the words "you will have to continue to wait to hear from us" and "you will have to be patient". Putting aside the fact that he was barely comprehensible over the phone, his repetition of these stock phrases did absolutely nothing to alleviate the situation and only made matters worse. What a way to treat your customers.

Although I totally understand that PEX Insure cannot commit themselves to processing claims within a fixed time period, I also know that they have to process claims within a reasonable period of time and I do not believe this period is reasonable. They could also provide helpful information throughout the process to keep their customers fully informed but they choose not to do so, instead preferring a complete lack of transparency throughout.

I made the point to Sean / Shaun that I cannot just be kept waiting indefinitely as it essentially invalidates the point of having insurance if you effectively cannot claim on it and you are forced to buy a new gadget. I also said to him that I wanted to complain and asked to be put through to someone in his complaints department. He said he was not at liberty to provide this information and that I should continue to be patient. Thank you, Sean / Shaun.

It must be a breach of FCA Regs to refuse to provide consumers with a means of complaining about the service they have received. This has left me with no option but to complain to the Ombudsman.

This is honestly the worse insurance provider I’ve ever encountered. Please avoid.

I logged a claim for a lost phone on 8 May. On 15 May they confirmed they had all of the details they needed to consider the case. Since then I’ve heard NOTHING. I’ve chased and chased and raised as a formal complaint (as per the regulators advice) but still had no response at all. You can’t speak to them on the phone about gadget claims so I’m at the end of my tether as to what to do. I’ve just had to buy a new phone now so the insurance product has been worthless. I’m completely furious. Even the broker admits how terrible they are, has stopped using them, and recommends I log a case with the ombudsman.

prompt service. polite and helpful telephonist.Soon connected me to a mechanic who came within the hour. He was very efficient.

I had to make a choice between home mechanic or tow to garage...On hindsight I should have had the vehicle towed as needed new battery, but I did not want to pay another £30 excess charge to book again.
I am puzzled to pay £30 excess charge as I had already paid for Bronze cover Insurance which i thought would have covered the service . I have never had to pay in the past.

Where to begin.
National breakdiwn recovery policy that was refused
Offered mechanic or local tow over 50 miles from home with 2 kids n im disabled.chose mechanic then had to call as unfixable..needed recovery. Calls ignored for 3 hours, put on hold, laughed at...told i was abusive for asking one guy to please hurry up as my.kid needed a pee...cut off multiple times unknown if recovery arranged. Had already offered to pay extra.
8 hours after my call i got home.
First call told 60/90 minutes someone be out. 115 minutes call handler laughed no one had came n then she laughingly said 60/90 minutes someone be out. . She hadnt even sent it to the breakdown crew as they called sayin it just came through moments after that call. Info not passed to breakdown crew ..had to repeat it. Notorious company for this type of customer service i was informed.
I was left all day to try n get a breakdown company to help...after 7 hours i found one..
Avoid nova direst/pex insurance like the plague. Think cheap and soul sucking, holiday vibe destroying, sadistic moneygrabbers that relish in motorists distress and refuse to help deliver...breakdown recovery as i tried to get mechanic fix.
They changed what was bought online verbally during tue call and repeated those as terms.
A national breakdown recivery to home policy that i did not get.
Had to spend additional couple hundred separately to get us and car home.
God forbid id been on hard shoulder of motorway all that time. Save yourselves. Go get aa ir rac, green flag or Call Assist have now been recomnended....Dont buy anything from these absolure fraudulent cowboys with disgusting customer service ehen it was needed most!!!

I have Silver cover with PEX. Last night my tyre burst driving below speed limit, I was stuck in the middle of nowhere (miles from anything on the Yorkshire moors) and my car jack turns out to be too flimsy to lift the car. I called PEX and was gobsmacked to be immediately asked a series of questions starting with "Have you called us before?", "How did it happen?", "Was it a pothole?" (to which my answer was I was not sure). Increasingly frustrated I just said to please come out to me and why am I being asked these stalling questions. I was informed they'd come out only if I passed some highly suspect claim approval system
(?Really!? Do the AA/RAC ever do this to people in potentially vulnerable situations?) I was put on hold and when the CSA came back said I had told them I hit had something in the road, and it states in my policy that I was not covered for this, so they could not come out. I challenged this, saying the advisor had put words in my mouth/steered me into answering specific questions that would probably ensure a refusal to come out to help me. I was talking in a raised tone but was told they didn't like my foul language/was being abusive! What abuse/bad language? I never swore or used threatening/abusive language but I was irate. Being irate is exactly what times like this are made for. I asked to speak to the advisor's superior and he said he was the head of department (which in a later call to his colleague turned out to be a lie. A CSA lying about being the head if department? Really?) Never in my life have I called a breakdown service who used such techniques and then refused to attend. Be very wary of this company. From my experience, highly suspect and potentially leaving vulnerable drivers in dangerous situations. I called them later on and was told a manager would call me in the morning. As yet nada.Nothing. Zip. I'm getting the recording of the conversations I had and am considering legal action. This should not be happening when you pay for breakdown insurance.

*Edit - Sept 23*. There is a Sept 23 reply to this 2019 review from PEX saying they tried to contact me. They didn't. I see they've done this on other reviews, and other consumers are saying no such contact. PEX are lying.

Following the 2019 incident I took PEX to the ombudsman and won compensation for their breach of service. PEX even then refused to pay up, but eventually did when the Ombudsman started court action against them.

As you can see, don't even think of using this company. I don't know how they can still be allowed to operate
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Now I know why a lot of bad reviews - and many blanked out - and the reason is obvious if you unfortunately are a customer. They do not do what the policy says it does. The roadside recovery (which wasn't cheap) did not recover me home, as it was promised in the document, when broken down on a motorway. They said that they'd only take you to a nearby garage in the hope it would be fixed, and then abandoned the car without taking it home.

Ended up paying for recovery home, even though it was on the policy - the customer service was terrible, slow to answer, and not interested in the wording of the policy. They are also not interested in complaints

To be honest I was sceptical. Needed to use my breakdown (1st time EVER). It was a Sunday & it was a London no. (I live in Devon) & asked usual questions, where I was, road name etc (didn't know it! out in rural Devon) but knew first bit ofPC, was told someone would phone me back(no faith at that point. Especially as they wanted the call out charge & my card details etc) but they did within 5 minutes & was told it would be about an hour away. ( paid over phone the 'call out' charge, which I feel is very reasonable especially as the annual price for full cover is excellent, still a bit worried it seemed so simple! But, just 40mins later lovely mechanic sorted it, answered lots of my question ( my local garage had never really answered them!). Could not be happier with the service from start to finish!

If I could give zero stars I would! 6 weeks ago I called Pex (Kaput) about my faulty washing machine which I had faithfully insured with them for 2 years. When I first logged the fault I was told I'd get a call back to attempt a soft fix the next day. I received no phone call... I didn't even get a claim reference or an email at all. I chased this up daily for two weeks. Each time I was told there is a discrepancy with my policy number... it was the one emailed to me on my annual renewal so I'm guessing this is a stalling tactic. 2 weeks into my claim I received a call asking if could attempt a soft fix... annoyingly I wasnt home so asked to be called back in half an hour. Was told no problem but couldn't guarantee but could tomorrow. No call back! So I resumed my daily chasing calls every day being told the same baloney... you will be called tomorrow. Every day was a broken promise. I logged a formal complaint and funnily enough I got a call back a few days later. The soft fix didn't work and he was stumped... let me call you back. After the 4th week I gave up hope, Pex arent a real insurance company are they? I've never had any sense of professionalism, no sense of Service (I work for a service provider myself so I know what expectation customers have we just want to be kept up to date and have good communication skills). In the last 2 weeks I've called 3 or 4 times each time "we are going to send you a claim offer" it will be tomorrow. If you are reading this and are unsure of whether to use Pex insure do yourselves a favour and steer well clear, this lot have no desire to fix or pay out for our faulty appliances. I'm just counting down the 8 weeks before can refer them to an ombudsman!